Jonathan I. Smith
Hammonton
Summary
Highly skilled professional with strong aptitude for analysis, effective communication, and collaborative teamwork. Proven track record of adapting quickly to new environments and thriving in dynamic settings. Motivated to contribute to team success and continuously enhance professional skills. Known for positive attitude and unwavering commitment to continuous learning and personal growth.
Overview
7
7
years of professional experience
Work History
Technical Compliance Specialist
Evolution America’s LLC
09.2024 - Current
- Develop strong relationships with regulatory authorities, certification, and test laboratories to effectively communicate technical features of our games and systems for regulatory approvals, to identify and resolve issues, and properly communicate the regulatory status of our technology to internal and external stakeholders
- Maintain an understand the compliance evaluation process, all systems used to record results of the evaluation, all systems used to manage the testing of the product(s), and overall testing workflow
- Accurately log issues in a tracking system (JIRA) with appropriate detail for engineering teams to clearly understand and address the issue
- Take lead roles on complex or unusual projects, including coordinating testing and clearly communicating work status
Technical Support Specialist
Evolution America’s LLC
09.2023 - 09.2024
- Act as a point of contact for Evolution customers on technical service-related issues in North America
- Communicating via Service Desk, messenger systems, or calls to provide support
- Investigate, research, and resolve (where possible) service-related issues and concerns
- Assisting Integration members in communicating with Evolution customers regarding game deployments and rollouts
- Escalate to 2nd or 3rd level teams, seamlessly for customers and facilitate resolution in a timely and effective manner
- Maintain knowledge regarding systems, products & operations, change management & compliance, global unit policies, procedures, standards and workflows
- Completing and submitting incident reports to US State regulators
Incidents & Operations Support Analyst
NetEnt/Evolution America’s LLC
01.2021 - 09.2023
- Completing and submitting incident reports to US State regulators
- Investigating and resolving regulator daily game summary reporting variances and discrepancies
- Triaging and resolving issues in production and test environments
- Application and Network monitoring
- Coordinating with customers and technical teams to resolve incidents and outages
- Managing incoming support tickets and requests from commercial account managers by categorizing and escalating by priority
- Assisting with training and onboarding overseas Customer Support Engineers on US matters and regulations
Operations Support Analyst
SG Digital
11.2018 - 12.2020
- Categorize, prioritize, and drive incidents to appropriate technical teams from creation to resolution of issue
- Provide incident updates via verbal and written communication to both external and internal parties
- Adhere to service level agreements associated with reporting, escalating, and updating B2B clients for issues with sportsbook, casino games, platform issues or compliance issues
- Monitoring production applications, servers, and networks, acting promptly on alarms and degradation/outage events
Payments Specialist
SG Digital
04.2018 - 11.2018
- Assisting player support agents with account review for payment processing
- Processing a high volume of payments for players, ensuring all approval procedures are met
- Investigating fraudulent player behavior with taking appropriate actions per standard operating procedure
Customer Service Agent
NYX Gaming Group/SG Digital
10.2017 - 04.2018
- Assisting customer contacts through various communication outlets
- [phone, email, & live chat] While following guidelines and procedures in a timely manner
- Providing Know Your Customer [KYC] and document and account verification
- Remaining current with internal customer service standard operating procedures
Education
Technical Degree - Information Technology & High School Diploma
Atlantic County Institute of Technology
06-2008
Skills
- Windows OS
- Microsoft Office
- Adobe Suite
- JIRA
- Zendesk
- Splunk
- OPS Backoffice
- Slack
- ServiceNow/Service Desk
- IQ
- Citrix
- CAT
- Microsoft SQL server
- PuTTY for Linux
- Know your customer
- Analysis and research
Attributes
- Written and Verbal Communication
- Customer Service
- High Volume Ticket Handling
- Incident Management
- Compliance
Timeline
Technical Compliance Specialist
Evolution America’s LLC
09.2024 - Current
Technical Support Specialist
Evolution America’s LLC
09.2023 - 09.2024
Incidents & Operations Support Analyst
NetEnt/Evolution America’s LLC
01.2021 - 09.2023
Operations Support Analyst
SG Digital
11.2018 - 12.2020
Payments Specialist
SG Digital
04.2018 - 11.2018
Customer Service Agent
NYX Gaming Group/SG Digital
10.2017 - 04.2018
Technical Degree - Information Technology & High School Diploma
Atlantic County Institute of Technology
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